Refund policy

 

Returns & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This exceeds the minimum required under the UK Consumer Contracts Regulations 2013.

Eligibility To be eligible for a return, your item must be in the same condition that you received it — unused, with tags, and in its original packaging. This applies to all our products including cat beds, toys, grooming tools, and accessories. You'll also need your receipt or proof of purchase.

How to Start a Return To request a return, contact us at hello@catelia.shop. Once your return is accepted, we will provide a return shipping label upon request, along with instructions on how and where to send your item. Please do not send items back without first requesting a return, as they will not be accepted.

Damages & Issues Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or incorrect, so we can make it right.

Non-Returnable Items For hygiene reasons, we cannot accept returns on any items that have been used by your cat, or that show signs of pet contact. We also cannot accept returns on sale items or gift cards.

Exchanges The quickest way to exchange an item is to return it and, once accepted, place a new order for the replacement.

Refunds Once we've received and inspected your return, we'll notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank to process the payment. If more than 15 business days have passed since approval, contact us at hello@catelia.shop.